Playbooks and Chloe

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Playbooks and Chloe - Close’s AI voice agent - work closely together. When Chloe makes a call, she uses a Playbook to define what she captures, how she documents the conversation, and what Outcomes she can assign. This article explains how the two features connect.

How Chloe uses Playbooks

Every Chloe Job is automatically linked to a Playbook. The Playbook controls:

  • Outcomes: the results Chloe can assign to a call after the conversation ends

  • Summary guidance: how Chloe’s post-call AI summary is structured

  • Custom fields: data points Chloe captures on the call and writes to the lead/contact record

This means everything Chloe logs after a call - the summary, the Outcome, the custom field values - is shaped by the Playbook configuration attached to the Job.

Auto-created Playbooks

When you create a new Chloe Job, Close automatically creates a Playbook to go with it. You don’t need to create one manually.

These auto-created Playbooks:

  • Are visible in Settings > Playbooks and Outcomes, labeled as Chloe Playbooks

  • Can be edited (name, summary guidance, custom fields, outcomes)

  • Cannot be deleted while they are linked to an active Chloe Job

  • Will be archived automatically if the Chloe Job is deleted

Configuring a Chloe Playbook

You can edit the Playbook linked to a Chloe Job in two places:

From the Chloe Job:

  1. Go to Chloe in the sidebar

  2. Open the Job

  3. Go to the Settings tab

  4. Update the Outcomes, summary guidance, or custom fields

From Settings:

  1. Go to Settings > Playbooks and Outcomes > Playbooks

  2. Find the Chloe Playbook

  3. Edit it directly

Changes to the Playbook take effect on the next call Chloe makes.

Outcomes on Chloe calls

Chloe automatically selects an Outcome at the end of every call, based on what was said in the conversation and the descriptions you’ve written for each Outcome.

This is the same auto-detection logic used for human rep calls. The more precise your Outcome descriptions, the more accurately Chloe will categorize each call.

Outcomes assigned by Chloe appear on:

  • The lead/contact record

  • The Job Overview in the Chloe dashboard

  • Close reporting (filterable by Outcome)

It can be used to trigger downstream automations — for example, sending a follow-up email when Chloe assigns a Demo Scheduled Outcome.

Pro tip

Set up your Chloe Outcomes before you go live with calling. Chloe performs best when she has clear, well-described Outcomes to choose from.

Summary guidance on Chloe calls

The summary guidance in the Chloe Playbook tells Close AI how to write the post-call summary that appears on the lead record after Chloe finishes a call. Every Chloe call summary will follow that structure.

See Note Templates and Summary Guidance for tips on writing effective summary guidance.

Custom fields on Chloe calls

If your Chloe Playbook has custom fields linked, Chloe will automatically populate those fields after the call based on what the contact said.

For example:

  • You add a Team Size custom field to the Playbook

  • Chloe asks, “How large is your team?” on the call

  • The contact answers “12 people.”

  • Chloe writes 12 to the Team Size field on the lead record

This means structured qualification data flows directly from Chloe’s calls into your CRM, eliminating manual entry.

To set this up:

  1. Create the custom field in Settings > Custom Fields (if it doesn’t already exist)

  2. Link it to the Chloe Playbook in the Job’s Settings tab or in the Playbook directly

  3. Make sure Chloe’s prompt asks the relevant question

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